Patient Access Representative

University Hospitals Pain Management; Westlake (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

University Hospitals Pain Management is seeking a Patient Access Representative to be the first point of contact for patients and families. You will support the care team, assist with scheduling, and help patients navigate MyChart and EPIC systems.

The role emphasizes patient privacy, accuracy in registration and billing, and clear communication to keep appointments on track and ensure a positive patient experience across locations.

Qualifications

• Customer service mindset to help patients navigate complex situations.
• Ability to handle sensitive information while maintaining privacy.
• Strong attention to detail and multitasking in a fast-paced environment.
• Willingness to learn EPIC and adapt to different responsibilities or locations.

Responsibilities

• Welcome and check patients in and out for their medical visits.
• Answer phone calls to assist patients with questions, scheduling, and care steps.
• Assist patients with enrolling in and using MyChart.
• Accurately enter, review, and update patient demographics, insurance, and financial information.
• Communicate important details with physicians and clinical care teams to support coordinated care.
• Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances.
• Work in EPIC, including workqueues, worklists, in-basket messaging, and document scanning.
• Schedule referrals and follow-up appointments.
• Help patients complete required forms and paperwork.

Skills

Customer service

Attention to detail

Multitasking

Confidentiality

Tools

EPIC

Job description

University Hospitals is dedicated to making a profound impact on healthcare both locally in Cleveland and nationwide. We serve the needs of patients through an integrated network of 21 hospitals (including five joint ventures), more than 50 health centers and outpatient facilities, and over 200 physician offices in 16 counties throughout northern Ohio. Our commitment to excellence in patient care and community service drives everything we do.

Why This Role Matters

As a Patient Access Representative, you are often the very first connection a patient and their family have with our organization. Your work directly shapes the patient's experience—from the moment they arrive or call in—while also supporting the care team behind the scenes. If you enjoy helping people, feel welcomed, informed, and confident while keeping things organized and moving smoothly, this role offers a meaningful way to make an impact every day.

What You’ll Do

This role blends patient interaction, problem‑solving, and administrative accuracy. On a typical day, you’ll:

• Welcome and check patients in and out for their medical visits
• Answer phone calls to help patients with questions, scheduling, and next steps in care
• Assist patients with enrolling in and using MyChart
• Accurately enter, review, and update patient demographic, insurance, and financial information
• Communicate important details with physicians and clinical care teams to support coordinated care
• Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances
• Work in EPIC, including workqueues, worklists, in‑basket messaging, and document scanning
• Schedule referrals and follow‑up appointments
• Help patients complete required forms and paperwork

Your attention to detail and compassionate communication help ensure appointments stay on schedule and patients feel supported throughout their visit.

Additional Ways You’ll Contribute

• Work collaboratively with teammates and providers to improve efficiency and the patient experience
• Participate in emergency preparedness activities as needed
• Maintain a clean, organized workspace
• Cross‑train to support additional functions and locations when needed
• Follow all organizational policies, standards, and confidentiality requirements

What Helps You Be Successful in This Role

• A passion for customer service and helping people navigate complex situations
• Comfort working with sensitive information while maintaining patient privacy
• Strong attention to detail and ability to multitask in a fast‑paced environment
• Willingness to learn systems like EPICand adapt to different responsibilities or locations

Our Commitment to You

We are committed to creating a respectful, inclusive workplace where every team member feels supported. Training, policies, and clear standards are in place to help you succeed while ensuring the privacy and security of our patients’ information.

Ready to Take the Next Step?

If you enjoy working with people, value accuracy, and want a role where your work truly impacts both patient experience and care delivery.